AvivaFeb 8 2022

Aviva apologises after sending pension transfer email in error

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Aviva apologises after sending pension transfer email in error

Aviva has apologised to financial advisers and their clients after it sent an email in error about an “impending pension transfer”.

In an email, seen by FTAdviser today (February 8), Aviva wrote to individuals stating that the provider would “shortly be completing the transfer” of their pension fund.

Individuals who do not have a pension with Aviva received the email and those that were sent it who do have a pot with the provider had not requested a transfer.

The email, which was addressed “Hi NONAME”, said: “When transfers like this happen, it is important for us to ensure there is no disruption during the transition period.

"As a result, we will impose what is called a ‘blackout period’, during which time you will be unable to view or access certain features of your My Money account. 

“This is quite normal and ensures that the correct value of your account is transferred.”

It went on to say that the blackout period had begun and would be lifted in early March.

“We will write again to confirm that the blackout has been lifted," it stated.

Advisers took to Twitter questioning whether this was a mistake as many received the email, along with their clients.

David Penney, chartered financial planner and director at Penney Ruddy & Winter, said he did not receive it but a client contacted him and sent him the email.

Penney said: “I told the client to delete it. No idea what’s happened. He doesn’t even have a pension with Aviva.”

Aviva has since sent another email to apologise and state that it had been sent by mistake. 

The apology read: “Earlier today we sent an email to you about ‘information on your impending pension transfer’.

“The email was not meant to be sent to you. We are very sorry for this error and apologise for any concern it may have caused.”

Some individuals who have received the apology said they had not received the original email. 

A spokesperson for Aviva said: "An email which was intended for some pension customers was sent to some other people by mistake. We quickly identified this and have apologised for the error.

"There was no confidential information in the email. Those people who received the email do not need to take any action and we are sorry for any inconvenience caused."


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